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Intellect is seeking an Engagement Operations Associate to manage operational and engagement aspects for their provider network globally. This role is central to ensuring smooth operations, effective communication, and high-quality service delivery across their healthcare provider network.
Key Responsibilities:
Network Engagement: Support onboarding processes for new providers with tools, knowledge, and resources for seamless integration. Organize and facilitate regular network engagement activities, including monthly virtual townhalls to foster community. Schedule and coordinate training, group supervision, and Q&A sessions with the Clinical team to support continuous professional development.
Communication and Support: Handle provider inquiries and concerns with timely, accurate responses aligned with organizational policies. Escalate complex operational issues to the Operations team and ensure closed-loop feedback. Maintain clear communication channels, drive outreach efforts, facilitate two-way feedback, and develop engagement materials. Present consolidated feedback to leadership with actionable insights.
Operational Efficiency: Track and analyze engagement metrics to identify trends and recommend strategies to improve provider satisfaction and retention. Collect and leverage feedback to identify improvement areas. Maintain thorough records of provider interactions, escalations, and resolutions. Prepare accurate compensation calculations based on agreed rates and contractual terms, ensuring timely payroll processing. Work with cross-functional teams for coordinated efforts and effective service delivery. Assist with service deployment and support commercial events and client delivery initiatives.
Quality Assurance and SOP Management: Review and verify professional qualifications, including local regulation and licensing credentials, to ensure compliance. Drive provider quality by overseeing mandatory training completion, compliance audits, licensure management, and corrective actions. Contribute to development and execution of new processes or tools. Review existing policies and procedures for alignment with best practices. Maintain and update a shared repository of operational resources including guidelines, training materials, and FAQs.
Requirements:
- 1-3 years of experience in community management, operations, or a related role in a start-up environment
- Fluent in English and local language (written and spoken)
- Comfortable using data software and updating documentation; prior experience with Freshdesk and Metabase is a bonus
- Strong organizational skills to manage multiple tasks and priorities effectively
- Proactive problem-solving ability for handling inquiries and managing issues
- Strong verbal and written communication skills with ability to adapt to different audiences
- Strong attention to detail in data monitoring and management
- Flexibility and adaptability to support various tasks as needed
- Ability to work collaboratively with cross-functional teams
- Willingness to work either day shift (10:00 AM–6:00 PM SGT) or night shift (4:00 PM–12:00 AM SGT) with occasional flexibility for public holidays
- Open to candidates in India and Philippines
